Customer Success Senior Associate

About the role

LCH Operations, part of LSEG's Post Trade division, is looking for a Senior Associate, Customer Success Management, based in its new Manila office launched in 2024. The Customer Success team is client-facing and acts as the first point of contact for customer and relationship queries, working with internal business partners. The Senior Associate supports the day-to-day coordination of a team of Client Service specialists and helps manage workload and give guidance to junior colleagues.

Key responsibilities

• Act as a key entry point for customer and relationship queries, using Service Cloud within Salesforce to support a shared mailbox and ensure quick responses.
• Create and maintain customer relationships globally, with regular engagement by email and phone.
• Support member escalations and escalate complex matters appropriately.
• Distribute member communications and respond to queries following key member notices.
• Ensure platinum customers in the region receive appropriate, enhanced support in line with agreed service levels.
• Assist with workload coordination and give practical guidance to junior colleagues.
• Help create and maintain content for the Knowledge Portal so customers can be more self-sufficient.
• Prepare customer management information for business partners, highlighting engagement trends and member feedback.

Required profile

• Broad understanding of LCH businesses and the markets they operate in.
• Strong relationship management or client service experience, ideally with existing market contacts.
• Degree qualification or equivalent professional experience.
• Solid experience in a client-facing role and comfort supporting team delivery in a fast-paced operational environment.
• Flexibility to adjust shift patterns when business requirements change.